We are seeking an experienced ITSM professional to own and mature our Change Management and Problem Management practices in alignment with ITIL 4 best practices. This role drives operational stability by minimizing change-related disruptions and eliminating recurring incidents through rigorous root cause analysis.
Key Responsibilities:
Change Management
- Own the end-to-end change management process, from request intake through review, approval, scheduling, and post-implementation review.
- Chair the Change Advisory Board (CAB), facilitating risk assessment, impact analysis, and change scheduling.
- Evaluate change requests for completeness, risk, rollback viability, and business impact.
- Maintain the forward schedule of change and drive continuous reduction of failed and emergency changes.
- Report on change KPIs (change success rate, emergency change ratio, change-related incidents).
Problem Management
- Own reactive and proactive problem management, driving root cause analysis (RCA) for major and recurring incidents.
- Facilitate RCA sessions using structured techniques (5 Whys, Ishikawa/fishbone, Kepner-Tregoe).
- Maintain the known error database (KEDB) and track workarounds and permanent fixes.
- Partner with engineering and operations teams to prioritize and remediate problem records.
- Analyze incident trends to proactively identify systemic issues before they escalate.
General
- Continuously improve ITSM processes, tooling, and documentation.
- Produce metrics, dashboards, and executive reporting on change and problem performance.
- Coordinate across infrastructure, security, application, and service desk teams.
Requirements
5+ years in IT service management, with demonstrated ownership of change and/or problem management processes.
ITIL 4 Foundation certification required; ITIL Intermediate/Managing Professional or Specialist modules strongly preferred.
Hands-on experience with ITSM platforms (ServiceNow, Jira Service Management, BMC Helix, or similar).
Proven experience facilitating CAB and RCA sessions with technical and business stakeholders.
Strong analytical skills and familiarity with root cause analysis methodologies.
Excellent written and verbal communication, including executive-level reporting.
Preferred Qualifications
- Experience in a regulated or high-availability environment.
- Familiarity with major incident management and its handoff to problem management.
- Data analysis / reporting skills (Power BI, SQL, or equivalent).
- Additional certifications: ITIL Managing Professional, DevOps, or project management (PMP/PRINCE2).
Key Competencies
Process discipline, stakeholder management, risk-based decision making, attention to detail, and a proactive, continuous-improvement mindset.
